Nucleus Group
Customer Service Executive
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About the Role
We’re looking for a Customer Service Executive to join our thriving Customer Service Centre on a permanent basis. This varied role will be part of our critical front-line team, responsible for handling phone calls and eComms from advisers and customers on our pension products.
You’ll work as part of a tight-knit department to be the primary point of contact for our customers, taking the opportunity to showcase our first-class service and give our customers and advisers a positive experience to share with their friends and colleagues. This role will also give you the opportunity to interact with and build relationships with other departments throughout Nucleus.
Utilising the systems and information available will be key in this role as we continue to provide an accurate, efficient and right first time service. We’ll ensure you have the training and support to enable you to do your best work.
This is an exciting and varied role with big scope to deliver key value to the organisation through our customers and advisers.
Key Activities
- Representing Nucleus in a professional manner and handling all phone calls and written correspondence to the highest standard
- Developing good working relationships and rapport with customer, advisers and external third parties
- Building and maintaining relationships with other internal departments, understanding the value that each team brings toward our shared goals
- Providing great customer service, demonstrating empathy and understanding whilst still considering our regulatory requirements and ensuring any actions are identified and appropriately raised
- Going the extra mile; being an advocate for the customers and advisers
- Using clear and concise communication that is appropriate for the audience, ensuring relevant products, services and charges are explained accurately
- Liaising with our stakeholders and colleagues to support identified training and education opportunities
- Accurately updating the call tagging software to reflect the nature and type of call
- Work efficiently in an organised manner
- Highlighting and sharing process improvement ideas with your colleagues and manager
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About You
Customer service will be your passion, enjoying the collaboration with others to deliver best in class service. You will have an unwavering commitment to what is right for the customer and adviser, while balancing business priorities.
Professional with a positive outlook, you’ll take great pride in your ability to articulate complex information in a friendly and easily understandable way, both through conversation and written communication.
You’ll enjoy working as part of a diverse and supportive team, collaborating with your colleagues to share ideas and knowledge and suggest process improvements.
Ideal Skills and Experience
- A strong team player who is approachable, helpful and willing to go the extra mile
- Confidence to use your own initiative and problem-solving skills
- Ability to prioritise and remain agile with conflicting work demands
- Experience within a customer service role
- Excellent telephone manner and communication skills
- The ability to communicate and translate the technically complex to simple and easily understood, both verbally and written
- A willingness to try new things and embrace change
- A positive but professional attitude
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About Us
Our purpose at Nucleus is to help make retirement more rewarding, with a vision to build the best retirement-focused platform in the UK. It is this purpose that drives everything we do. Whether you are working in a role that is customer-facing or not, you’ll need to be service-obsessed to work here.
It’s a fast paced and exciting environment, and one where we believe you will get the chance to fulfil your potential and do work that really matters, to you and our customers. We believe in you having your own chunk of responsibility and being trusted to make things happen.
Nucleus’ culture is something our people believe sets us apart from other places they’ve worked. We think big, know our stuff and move at pace, but always empowering others along the way and breaking new ground to find better ways of doing things. We know that sometimes the right choice is not the easy one, so empowering each other and celebrating others' successes, as well as our own, is part of what makes us Nucleus #WeAreNucleus.
Inclusion and Diversity at Nucleus
As with most things in life, who cares, wins. We really care about inclusion.
For us this is not a box-ticking thing, it’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. Find out more on our inclusion page.
Benefits
We offer a generous blend of benefits for the things that really matter to our people, including pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.
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